Frequently asked questions

Not finding your answer? Send us a message through our Contact Us webpage.

 

We are proud to support so many people who are doing their part to limit the spread of COVID-19 by transitioning to a home office. As a result, our customer support team is receiving four times as many inquiries as normal. Please send us a message through our Contact Us webpage. We appreciate your patience during this time as it may take us up to three business days to respond to your question. In the meantime, we’ve collected the most frequently asked questions from you and answered them below:

 

Frequently Asked Questions as of April 2020

How do I know if my order is in stock?

For standalone products such as chairs and accessories, the backorder notice will appear on either the main product page under the name of the product or just above the price and the “Add to Cart” button.
If you are using the Jarvis Desk configurator, which you can access by selecting “Design your own”on the main product page, the backorder notice will appear at the bottom of the panel on the right side of the screen as soon as you select the product or configuration that’s out of stock.
If an option appears greyed out or cannot be selected, this can mean that it has been discontinued or is out of stock for the foreseeable future. We don’t display a backorder notice in these cases because we don’t have an estimated shipping time frame.
The backorder notice will also be displayed on the shopping cart page. Any backordered items will have a notice next to them on the left side of the page.


How quickly does my order ship?

As of April 2nd, most of our items are shipping in 1-3 business days. With so many people transitioning to home offices to help stop the spread of COVID-19, we are helping an unprecedented number of people placing orders. As such, we will update our shipping times here and on our homepage as often as we have them. If you have questions about your order, please send us a message through our Contact Us webpage. We’ll be in touch within 3 business days as we are prioritizing requests to help as many people as possible transition to working from home successfully.


How long will my order be in transit?

Depending on your location, you can expect your order to deliver in 1-7 days after it is shipped from one of our two fulfilment centers. We’ll email you tracking information once your order has shipped so that you know exactly when you’ll receive it.


Do you provide expedited shipping options?

Unfortunately, we are not able to provide expedited shipping at this time. Rest assured that most items ship from our fulfilment centers in 1-3 business days.


Can I change or cancel my order?

All orders are immediately charged and processed when an order is placed on our website. We will do our best to accommodate any changes but the window for editing an order is very small. As we ship most of our items out in 1-3 business days, changes need to be made the day the order was placed. Please note that once an order has begun processing or has shipped, the order can no longer be changed. You may email us at support@fully.com using the subject line “Immediate Order Change Needed” so that we can quickly identify your email and prioritize your request.


Is my return shipping free?

Returns are always free! We have a friendly 30-day risk-free return policy on “like new” products returned in the original packaging from the contiguous United States. We’ll provide you with a return shipping label and help to schedule a FedEx pickup. If you haven’t already, please visit our Returns page and submit a return request there.


Are you offering any discounts?

Yes! Using this page, please sign up for our newsletter and receive 5% off of your first Fully purchase.


I just emailed and/or left a voicemail.
How long until I hear back?

Thank you for reaching out! We’ll be in touch within 3 business days and return your message in the order it is received. Please note, with so many people transitioning to home offices to help stop the spread of COVID-19, we are helping an unprecedented number of people. Thank you in advance for your patience as our small-but-mighty customer support team works hard to answer calls, return voicemails and respond to emails.


Where can I see products in person?

The Fully showrooms are currently closed as a precautionary measure to help protect our team and our community from COVID-19. But Fully is still here for you. Please visit us at www.fully.com or email us at support@fully.com.


What if I need to set up a team to WFH?

We’ve got your back! As more employees work from home, we’re here to help make the transition as smooth as possible. Our beautifully designed, healthful products help people find flow and balance in their work, wherever they are. We have fast, free, direct shipping and a devoted customer team to support you all the way. Please email us at commercialsales@fully.com.


Can I get COVID-19 from your products
or their packaging?

We appreciate your concern. We are learning new information about how the COVID-19 virus spreads every day, and are referring to the most recent studies. In a study released on March 20th (that is still awaiting peer-review), researchers at the National Institutes of Health found that the Novel Coronavirus could live for relatively short periods of time on surfaces depending on the material, but more studies need to be done. Our products are shipped in cardboard packaging. Per the NIH study, the virus cannot live on cardboard for more than 24 hours. This conclusion was also reached by the World Health Organization (WHO), which stated it is not likely that any virus could be transmitted by receiving a shipment of goods. The Centers for Disease Control (CDC) is in alignment with the WHO, stating that the transmission risk via mail and packages is low. “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.” The CDC advised that “there is no need to disinfect mail or packages; however, you should wash your hands thoroughly after handling them.


General questions

How can I contact Fully?

Please send us a message through our Contact Us webpage. We’ll be in touch within 3 business days as we are prioritizing requests to help as many people as possible transition to working from home successfully. If you prefer to connect over the phone, let us know in your message and we will give you a call. If you have already reached out, rest assured that we’ve received your message and are working hard to respond to everyone as quickly as possible. One thing you can do to help us remain efficient is to avoid contacting our Customer Support team multiple times. Thank you for patience and partnership as we serve our customers to the best of our ability during these exceptional conditions we find ourselves in.


What if I forgot my password?

Not a problem! You can reset your password using your login email. If you're in need of further assistance, feel free to contact us and we'll be happy to assist!


What is a B Corporation?

In short, a B Corp is one of a group of businesses that take our social and environmental impact seriously. B Corporations are evaluated and certified by the independent nonprofit B Lab. Learn more about why we're a B Corp.


Which chair is best for my specific medical condition?

Tell your doctor about our website and talk about the different options we provide directly with him or her. Your doctor is your best resource for your specific medical condition.


Assembly questions

How much desk assembly is required?

Moderate assembly is required and we provide assembly instructions for each desk model.

If you would like to get an overview of the assembly process before your desk arrives, instructions can be found under the specification tab of each desk’s product page. We also have videos that can be used as a guide.


Can I get a pdf of those assembly instructions?

We have an entire page dedicated to PDFs of assembly instructions for items we carry. Just click on following link to get there: Instructions.


How do I mount a top to a Jarvis or Remi desk frame?

Visit fully.com/instructions to watch the assembly videos as well as download instructions.


How do I mount my accessories on a Jarvis or Remi desk?

It can be hard to imagine all of those accessories fitting under your desk, and depending on how big your tops is, maybe not all of them will. Please feel free to contact us if you have any questions. We're here to help!

Visit our instructions page for PDF instructions of the accessories we carry.


How do I adjust my Jarvis monitor arm?

Check out our Jarvis Monitor Arm adjustment video here.


Where can I find the screws to my Jarvis Desk?

We send out all of our frames with small machine screws (M6x10mm) and large machine screws (M6x14mm) to put the frame together. We also send out wood screws in case our customers order the Frame Only and want to use their own custom tops.
We then send out all of our tops with the screws needed to attach them to the frame. Sometimes these screws can become loose within the packaging and adhere to other buffers or padding within the box.


Where can I find the screws to my Remi Desk?

We send out our Remi frames with small and medium machine screws to put the frame together. We also include wood screws to attach the frame to the desktop.
These screws can sometimes get caught up in the plastic wrap or are taped to the cardboard of the box the top came in.


How do I operate the handset that comes with my desk?

For questions about assembly and use of a Jarvis Standing Desk, please refer to our howtojarvis page.
For questions about assembly and use of a Remi Standing Desk, please refer to our instructions page and view the assembly instructions.


Do Jarvis or Remi desk tops come with predrilled holes?

Jarvis desk tops come with pre-drilled holes with metal inserts for frame components. There are pre-drilled holes for the handset that must be screwed in with the included wood screws. 

Remi desk tops come with pre-drilled holes without metal inserts and wood screws should be used to attach the frame components & the handset. Both Jarvis and Remi tops do not come with pre-drilled holes for mounting accessories.


How do I disassemble my Capisco if I want to return it?

Watch our Capisco disassembly video to guide you through this process.


Shipping questions

Where will my order ship from?

We ship out orders via FedEx Ground or Freight from either our Portland or Baltimore distribution center. To help ensure the quickest delivery, we will ship your order from the distribution center closest to you that has your item(s) in stock. Products that we don’t stock in our Fully warehouses will be drop-shipped from our vendors.


Once my order ships, how can I track it?

Once an order has shipped, an e-mail will be sent with tracking. Please note that it may take up to 24 hours before movement is reflected when tracking your order.


Why will my order come via freight shipping?

We use freight shipping for larger, heavier items and for larger quantities of items — shipments that are too bulky or too heavy to be handled by a ground delivery person. We use ground shipping for smaller and lighter items. The following items always ship via freight carrier:

  • LifeSpan treadmills
  • Focal Confluence Table
  • Rocket Mission (Jarvis Hardwood, Albright and Evolve) desk tops
For additional delivery services, such as an inside delivery or an installation, please contact our commercial sales team: commercialsales@fully.com.


What do I need to do if my order is shipped freight?

When your shipment leaves we will send you an e-mail with your tracking number(s). After you receive your tracking number(s), you can reach out to your freight company to schedule your delivery. Freight shipments arrive as scheduled, curbside deliveries, and an adult must to be present to:

  • Inspect and sign for your delivery
  • Note any shortage or damage on the driver’s paperwork at the time you sign
  • Bring the boxes inside the building


Do you ship to my country?

We will ship anywhere in the US. We ship most products to Canada with some restrictions. You can also place an order on our website if you are planning to ship to the United Kingdom or elsewhere in Europe. If you are looking to ship our products to other locations, our other international clients have worked with freight forwarders, who provide a US shipping address and international forwarding services. For your convenience, we have provided shipping weights and dimensions on all of our product pages. Please call us if you have questions around this process.


Product questions

Which desk should I pick?

We have experience with every desk we offer. To find out more, please just give us a call and we'll be more than happy to help you find the best desk for your needs. You can reach us at 888-508-3725, any weekday from 9:00 AM to 5:00 PM Pacific time.


Which keyboard tray goes with a Jarvis or Remi desk?

Currently, our keyboard trays are not compatible with Remi. For Jarvis, we recommend the Jarvis Fixed Keyboard Tray for rectangle desks at least 36" wide and the Jarvis Adjustable Keyboard Tray, for Jarvis Standing Desks 48" wide or larger. The ESI All-Fit Keyboard Solution is also compatible with Jarvis desks that are 48” wide and larger.


How much weight do your monitor arms hold?

Our monitor arms have their specific weight capacities listed under the specifications tab on the product page. If you have any questions please feel free to contact us.


What size custom desk tops go best with Jarvis frames?

Narrow frames can hold desk tops between 29.5 - 47” wide and 24 - 27" deep. Wide frames can hold desk tops between 44.5 - 82” wide and 27 - 36” deep.


How do the desks adjust from sitting to standing?

Most of our desks are electric and move with the simple push of a button.


Can I use my own desk top?

Totally. We currently offer a few options of Jarvis Frame Only products:

Send us a picture when you’re all set up and we’ll send out a Tweet and everyone on the internet will be jealous of your awesome custom setup.


Can I get an upholstery or desktop sample?

We are happy to send out samples. Just email us at info@fully.com.


How do I clean my desk?

Bamboo Tops

  • Our Bamboo tops use a water-based UV-cured topcoat that is difficult for the end-user to replicate. For light scratches the best option is to treat the wood with Old English Oil. This will protect the bamboo and should restore some of the color. Mix two parts Old English Scratch Cover for Light Woods and one part Old English Oil. These are available at most hardware stores as well as Home Depot, Lowe’s, and Amazon. Rub this mixture into the scratch using a microfiber cloth and let it sit for a while. Rub off the excess and repeat as necessary.
  • It’s important to understand that this will not fill the scratch. However, it will restore color to the scratched area and should protect the bamboo somewhat from moisture.
Laminate Tops
  • To maintain the beauty of decorative laminates, clean with a solution of liquid dishwashing detergent and warm water. Dry with a clean, non-abrasive cloth. This should remove most stains from the surface.
  • For stubborn stains, use a household cleaner. It may be necessary to use a soft bristle brush with light scrubbing to assist in removing the stain.
  • Do not use any type of abrasive cleaners, as this will cause scratching and discoloration of laminate. Use baking soda as instructed above.
  • Do not use any type of steel wool or abrasive cleaners, as this will cause scratching and discoloration of laminate.
Whiteboard Tops
  • These tops can be cleaned in the same manner as any white board. We recommend Expo markers and erasers.
  • These tops may require occasional cleaning with a white board specific cleaner.


Quotes & placing orders

How can I place an order?

If you’re ready to place an order, you may place the order online, or over the phone with one of our helpful customer service representatives. You can reach us at 888-508-3725, any weekday between 9:00 AM and 8:00 PM Eastern time.


Can I get a quote for an order?

Sure! Just fill out the quote request form located beneath the "Add to Cart" button on each product page. We typically respond to quote requests with 24 hours during normal business hours.


How do I use a coupon or promo code?

After adding items to your shopping cart, simply use the link in the shopping cart to apply a promo code. After you update your cart with the coupon information, the new pricing will be reflected in the total. Please contact us if you are having trouble.

If you are trying to redeem a code affiliated with your employer, first create an account using your company email. After signing in and adding items to your shopping cart, apply the promo code. The new pricing will be reflected in the total after you update your cart. Please contact us if you are having trouble.


Can I send you a purchase order?

Absolutely! Please submit your purchase order to sales@fully.com. In order to ensure that only one order will be placed, please avoid sending us your PO more than once.


What info should I include in my purchase order?

  • A contact person, phone number, and e-mail address for shipping questions
  • Your shipping address
  • Your billing address
  • The e-mail address of your Accounts Payable department, so that we know where to send your invoice
  • Our company’s full name and address
  • The quantity and full configurations of the items that you want to order
  • Your order total and your payment terms (our standard terms are Net 30)
  • If your PO is based on a quote that we sent you, please include the quote number on the PO for faster processing

What if I need a copy of my receipt/invoice?

Email sales@fully.com and we will be happy to send you a copy of your order confirmation, reciept or invoice.


Warranty

Is there a warranty on the desks you sell?

Of course! Jarvis desks have an all-inclusive 7 year warranty on all frame components, including motors and electronics.


How do I file a warranty claim?

Just go to our warranty information page and fill out our warranty claim form.


Troubleshooting

How do I reset my Jarvis or Remi desk?

See an error code on your Jarvis or Remi handset, or need to reset your desk? See our guide to resetting here.


How do I lock/unlock my Jarvis or Remi desk?

Please refer to the instructions provided with your desk frame, or reach out to us at (888) 508-3725 and we'll help you out.


Financing

Do you offer financing?

We offer financing options (powered by Affirm) with no money down and 10%-30% APR and 3, 6, or 12 monthly payments. Starting your perfect active workstation is now easier than ever.

It’s quick and easy: just select Affirm at checkout. Pay your monthly bill using a bank transfer, check or debit card at affirm.com.


If I pay with Affirm can I still return my order?

Absolutely. Please note that orders that use Affirm as the payment method may be subject to interest that is non-refundable.


Can anyone use Affirm?

To be eligible to use the Services, you must be at least 18 years old (19 years old in Alabama or if you're a ward of the state in Nebraska) and a resident of the United States or its territories. Residents of Iowa and West Virginia are not eligible for the "Buy with Affirm" service. You represent and warrant that you are eligible to use the Services.


What if I don't qualify for the whole order amount?

If you want to place an order but don't qualify for the full amount, you can pay the difference through Affirm.


Is there an order minimum?

Yes, orders must total at least $200.